- Advocacy in Long-Term Care
- Elder and Persons with Disabilities Abuse
- Missouri Long-Term Care Laws
- Residents' Rights
The word “ombudsman” is a Swedish word that means someone who speaks on behalf of someone else, essentially a voice. But what really is a long-term care ombudsman? And what does an ombudsman actually do? What DON’T they do?
Myths about Ombudsmen
Myth: Ombudsmen work in the best interest of the resident.
Fact: Ombudsmen work on behalf of the resident, even if that isn’t always in their best interest. As resident rights advocates, ombudsmen might advocate for situations that directly conflict with what many consider “best” for the resident. They are there to listen to the resident and act based on the resident’s direction.
Myth: Ombudsmen are neutral third parties.
Fact: Ombudsmen are mediators who resolve complaints on behalf of the resident. The ultimate goal of an ombudsman is for the resident who brought up the complaint to feel satisfied with the outcome.
Myth: Ombudsmen work with families and loved ones on behalf of the resident.
Fact: Ombudsmen always work at the direction of residents. Ombudsmen are available to educate and inform family, loved ones, and staff, but they do not investigate and resolve complaints unless a resident requests this.
Myth: Because many ombudsmen are volunteers, they are not trained professionals and often function as friendly visitors.
Fact: All ombudsmen, whether volunteer or paid, are designated by the state of Missouri to serve. They undergo extensive training and remain up to date by receiving continuing education while serving as an ombudsman.
Myth: Ombudsmen want to stir up trouble and have contentious relationships with staff in long-term care.
Fact: Ombudsmen are there to advocate for the residents. They work with LTC staff on behalf of the resident. Often staff recognizes that the ombudsman is a resource and works with the ombudsman to ensure that a resident’s rights are upheld.
What Does An Ombudsman Do?
- Empower– Ombudsmen empower residents by educating them on their rights, discussing options when they have a complaint, and encouraging residents to advocate for themselves when possible.
- Provide Resident-Directed Advocacy– Ombudsmen seek resident permission before investigating a complaint. With resident permission and participation, ombudsmen investigate and resolve complaints.
- Educate– Ombudsmen educate residents, family, loved ones, long-term care professionals, and the community about resident rights, best practices, and long-term care regulations.
- Large-Scale Advocacy- Ombudsmen participate in advocacy on more than just the individual scale. They keep track of legislation and communicate with lawmakers so resident voices are heard at all levels.
Ombudsmen are advocates, mediators, and educators. They empower residents and ensure that their rights are being upheld. They investigate and resolve complaints, working with staff on behalf of residents. Ombudsmen listen, and above all, they are a VOICE.